How are we doing?

Our quarterly performance update.

We measure ourselves against a number of key performance indicators, which we update every quarter to see where we are doing well and where we need to improve.

We set our targets by comparing our performance with the best performing housing associations.

Quarter 1, 2020-21

Satisfaction with:

       Origin as a landlord: 67%  - our target for 2020/21 is 77%

We are working on delivering our customer service action plan and putting in place quick wins where possible to improve resident’s experience of our services.

    Complaint handling: 18% - our target for 2020/21 is 50%

We value complaints as they highlight problems along with areas for improvement and give us a chance to put things right. We are aware that our customers experiences of how their complaints are handled need to be improved, so we are completely reviewing our complaints processes and procedures. 

    Quality of  your home: 71% - our target for 2020/21 is 77%

We are working with our contractors to ensure any repairs work carried out meets the right standard and is completed right first time in order to improve the overall quality of our homes.

Repairs and maintenance:

   88% of residents are satisfied with their last repair. Our target for 2020/21 is 90%

     93%  of repairs completed 'right first time' - our target for 2020/21 is 90%

    98%  of appointments made and kept - our target for 2020/21 is 95%

   100% of people satisfied with our aids and adaptations service - our target for 2020/21 is 97%

We are continuing to work with our main contractors to ensure all repairs are carried out to a high standard and completed as soon as possible. All residents who have expressed dissatisfaction with their repairs are contacted to put the problem right.

Lettings and estate management:

   Our average time taken to re-let an empty home is 119 days. Our target for 2020/21 is 22 days

The current COVID 19 Pandemic has affected the performance and the ability to let empty properties. Our lettings team are now using alternative methods such as online viewings and online sign up of properties to ensure safety and government guidelines are adhered to. The team are also working with our contractors to ensure works to our void properties are completed to the correct specification.

Our income performance:

       Current rent arrears for all rented homes is at 4.8% . Our target for 2020/21 is 3.4%

      Current rent arrears for Shared Owners  is at 2.5%. Our target for 2020/21 is 1%

 Current rent arrears for our Retirement residents  is at 2.2%. Our target for 2020/21 is 1.5%

The current COVID 19 Pandemic has affected our performance in this area. The Income team are continuing to offer assistance to all residents facing difficulties during this period. The team are also working with DWP to ensure we have secure data sharing in place which will further help in assisting all residents claiming universal credit.


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